Losing service every day?

[LastStraw1912]

Every day between 3-4 PM I lose service for several minutes to the better part of an hour, this has been going on for the better part of a year. I have tried calling support, not once did I ever reach anyone, I've tried chat dozens of times and not one person has helped me, half the time I get cut of and have to keep re-entering my info the other times, they look into, apologize and I never hear back.

My contract is up in a few months and I'm done trying but if it keeps up I done with Rogers (Shaw).

[RogersJermaine]

Hi @LastStraw1912,

Thank you for joining us here on the Rogers Community Forums, and we appreciate your post. Are you only losing connection to the services between the times of 3-4PM, and the rest of the time the service is working, okay?

When did you first notice this issue, and were there any changes made to your connection?

Do you have any routers or switches connected to the gateway?

If you reboot the modem by unplugging it from the power for about 15 seconds and reconnecting it back, does that help restore your connection?

If you can let us know some more information, we would be glad to assist you further in the community.

Regards,

RogersJermaine

[LastStraw1912]

When did you first notice this issue, and were there any changes made to your connection?

At least 6 month ago and no changes.

Do you have any routers or switches connected to the gateway?

No.

If you reboot the modem by unplugging it from the power for about 15 seconds and reconnecting it back, does that help restore your connection?

Most time it comes back in under 5 minutes, when it takes longer I unplug and sometimes it work, sometimes it doesn't

[RogersJermaine]

Thank you for the updated information. Ongoing intermittent issues can certainly be frustrating to deal with. I am glad to hear that rebooting the modem does help resolve the issue most of the time. I understand that you have spoken to our support already, and I do hope they will be able to work with you further to get to a resolution. Please feel free to reach back out to them here for further assistance.

Regards,

RogersJermaine